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Important info your holiday terms and conditions

Everything you need to know...

Your agreement with us

Please read these terms carefully as they make up your agreement with us, together with your booking confirmation.

  1. Hendra Holiday Park is a trading name of Hendra Touring, Caravan and Camping Park Limited registered in England and Wales, no 1049976. Registered office Hendra Holiday Park, Newquay Cornwall TR8 4NY.

These terms and conditions apply to all booking contracts made with Hendra Touring, Caravan and Camping Park Limited either online or by phone. If you have booked via a Sun or Breakfree promotion or any other bookings/travel agent, please note that our terms and conditions apply to your booking in addition to the terms and conditions from the agent/promotion you booked through. If you’ve booked a special offer, our terms of the offer will apply.

Changes to our terms and conditions

  1. We may need to update our terms and conditions from time to time. You can find the latest version on our website hendra-holidays.com.

If we make a significant and material change to our terms after you’ve booked, we will where possible honour our previous conditions or, if this is not possible, we will give you the option of cancelling. If you’re not happy with our terms or have any questions about them, please contact us (our contact details are below). Otherwise, we will assume you have accepted these terms.

Contacting us

  1. If you would like to discuss your booking with us, or have any questions regarding these terms and conditions, please do not hesitate to contact our bookings team who will be more than happy to help you.

Hendra Holiday Park

Newquay

TR8 4NY

Tel: 01637-875778

E-mail: bookings@hendra-holidays.com

Website: www.hendra-holidays.com

Calls will be charged at your standard network rate.

We have a ‘Frequently Asked Questions’ section on our website which you may also find useful.

  1. While we make every effort to ensure the availability of all facilities and activities advertised, in each case, our obligations of service are limited to the accommodation of your booking party, but do not extend to the full provision of ancillary facilities on site, including but not limited to entertainment, bars, restaurants, shower blocks, swimming pools and other communal facilities. We reserve the right to alter or close certain facilities or activities without prior notice. If such a change is necessary, we will endeavour to advise you as soon as possible.

Bookings Promise

Updated 13/12/21

We understand Covid-19 may still create some uncertainty to your holiday plans for 2022 and beyond. As such we offer our Bookings Promise (formerly our ‘Coronavirus Bookings Promise’) so you can book with confidence and know exactly what will happen if your plans have to change due to Covid-19.

Please see the below terms for our; “Bookings Promise”, for all direct bookings (direct bookings are bookings made only with Hendra Holiday Park and not via an agent or third party) arriving in 2022 and beyond, these terms apply in addition to our standard booking terms and conditions.

Please note, bookings made via an agent or third party promotion, such as the Sun/Breakfree promotions, are not subject to these additional terms.  In such circumstances, bookings remain subject to the terms and conditions prevailing at the time the original booking was made, unless specifically agreed in writing or by email by both parties.

Our Bookings Promise is a continuation of our Coronavirus Bookings Promise.

In the event that your booking is impacted by CV-19/Coronavirus:

  • Where we cannot provide the service by the agreed time because of CV-19/Coronavirus or associated operational restrictions, such as park closure, occupancy restrictions or local travel restrictions, we will give you as much notice as possible, and you will be entitled to a full refund and cancellation, or we will try to rebook your stay in the future. Refunds will be actioned within 7 days after the intended arrival date.
  • In the event that you are unable to attend during all or part of your booking because of CV-19/Coronavirus or associated travel restrictions, including in the form of Government guidance, in circumstances where we are able to comply with our obligations, please contact us immediately. We will arrange a credit note for you to redeem at another time. Where you wish to cancel the booking our normal cancellation provisions will apply unless we agree an alternative with you.
  • In the event that you are unable to attend during all or part of your booking because of CV-19/Coronavirus illness or isolation to you or a booking party member (from the specific holiday home, pitch or pod), in circumstances where we are able to comply with our obligations, please contact us immediately. We will arrange a credit note for you to redeem at another time. Medical evidence will be required and this will have to be sent over to us in writing or email. Evidence accepted includes, but is not limited to; NHS track and trace notifications, confirmation of positive Covid-19 test results, confirmation from school/doctors that a member of the party has been asked to isolate.
  • In the event that you are disinclined to travel, or opt not to attend for all or part of your booking, under circumstances where we are able to comply with our obligations, no right to a refund or credit note will apply.
  • Please note, where a credit note is opted for, the credit will be equal to all monies paid and will be valid for holidays booked within the next 12-month period. Our acknowledgement is evidence that we have received your notification.

 

Continuation of Standard Terms & Conditions

Updated and revised for clarity 13/12/21

Cancellation Scheme

  1. Hendra Holiday Park offers two types of cancellation scheme cover, Standard and Enhanced.

Our Standard Cancellation Scheme premium is automatically applied to your booking unless you specifically choose otherwise. Your deposit payment will be deemed payment, or part payment towards, the Cancellation Scheme premium. You can also opt for the enhanced cancellation cover if you wish to do so.  We strongly advise you to take one of our cancellation schemes as no refunds are given without it. Any cancellation requests have to be received in writing prior to commencement of your holiday.

Standard Cancellation Scheme

On written confirmation of cancellation of the entire party at least 6 weeks prior to commencement of your holiday, we will refund all monies paid, minus booking fee and cancellation scheme fee.  Between 6 weeks prior to arrival and your arrival date Hendra will only refund if cancellation is due to any of the following: death, serious illness or redundancy of a member of the booked party. Please note, that the claim must be in writing and supported by the relevant documents. In case of a successful claim, the refund will be for all monies paid, minus booking fee and cancellation scheme fee. Our acknowledgement is evidence that we have received your notification.

Enhanced Cancellation Scheme

On written confirmation of cancellation of the entire party at least 4 weeks prior to commencement of your holiday, we will refund all monies paid, minus booking fee and cancellation scheme fee.  Between 4 weeks prior to arrival, and your arrival date we will only refund if cancellation is due to any of the following: death, serious illness or redundancy to a member of the booked party. Please note, the claim must be in writing and supported by the relevant documents. In case of a successful claim, the refund will be for all monies paid minus booking fee and cancellation scheme fee.  Between 4 weeks and 2 weeks prior to your arrival date, on written confirmation of cancellation of the entire party for any reason, we will offer a booking credit or a date change so you can take your holiday at a later date, within the next 12-month period.  Please note, extra charges may be applicable if the date that you move the booking to is more expensive than the date originally booked, if the date that you move the booking to is less expensive, the difference will be held as a booking credit.  If a booking credit is opted for, the credit will be equal to all monies paid, minus booking fee and cancellation scheme fee, and will be valid for holidays booked within the next 12-month period.  Our acknowledgement is evidence that we have received your notification.

Should you decide that you don’t wish to be included in either of our cancellation schemes or would like to upgrade from the Standard Cancellation Scheme to the Enhanced Cancellation Scheme you have 14 days from the time of booking, or up to the balance due date, (whichever is earlier) to notify us in writing that you wish to be excluded or upgraded.

Our cancellation scheme covers you until you arrive on site, after which, refunds cannot be given if for any reason even if you should leave early. We strongly recommend you take out your own holiday insurance to cover this.

Who we cater for

  1. Hendra Holiday Park is a family park and caters for families and couples only. We do not accept non-family orientated groups, or singles unless by prior arrangement. Even numbered mixed parties will only be accepted at Hendra’s discretion, and a security deposit may be required. If you haven’t made a group booking and arrive in a group, we may ask you to leave the park without a refund. In certain circumstances, Hendra will accept bookings from clubs, school groups or similar. A single person supplement may be charged at the rate of one extra adult per day during peak periods.

Group Bookings

Updated 13/12/21

7.     Hendra only caters for families and couples, as per the terms above. Regardless of whether separate bookings have been made, members of the same family, and/or friends who book multiple lodges, holiday homes or pitches will be considered as a group. This includes any guests who live together at the same address, guests who are previously known to each other, guests who are traveling together, or guests who are traveling together for the same purpose such as to or from a local event. You are required at the time of booking to make us aware if you are traveling as part of a group that occupies a total of 3 or more accommodations or pitches.

If for whatever reason you have not made us aware that you are part of a group and arrive in a group, or are pre-known to each other on arrival, Hendra reserves the right to ask you to leave site without a refund. On the occasion that we do accept your group booking, we may ask you for a pre-paid security deposit prior to your arrival on site.

When using any of our spaces for socialising, yourself and your party are responsible for adhering to the following advice. As Hendra is a family friendly site and we ask that you be respectful of others during your holiday. When in large groups, please maintain a respectful distance from other pitches, and treat other guests with kindness so everyone can have a good time. We also ask that you are mindful of noise levels during the daytime, and adhere to our strict 10pm noise policy in the evenings.

Any breaches of our behaviour policy will be treated seriously. If at any point during your visit, your group is disrespectful of other guests or the site, or any anti-social behaviour is displayed, we reserve the right to tell you and your entire party to leave the site with immediate effect without any refunds.

Our priority is to provide a fun and enjoyable holiday for all, and we hope you can work with us to make sure everyone has an amazing holiday at Hendra.

Please see our ‘With Friends’ section for details on guaranteeing pitches allocated together.

Minimum ages

  1. For touring, camping and pod bookings, the lead party member must be aged 18 years or over.

For holiday home bookings, the lead party member must be aged 21 years or over.

For all bookings there is a maximum allowance of four under 18s for each responsible adult named on the booking. This ratio applies per unit of accommodation or pitch also.

 

Holiday durations

  1. Hendra caters for holidays and is a non-residential park; there is a maximum permitted holiday duration of 21 nights.

In our holiday homes we offer short breaks (Monday to Friday or Friday to Monday) or week holidays commencing Saturday, Monday or Friday. It is possible to book breaks for any duration, for a minimum of 3 and maximum of 21 nights, as long as arrival AND departure are on a Monday/Friday/Saturday only.

Touring bookings should be made for a minimum of 3 nights for a non-electric and electric pitches (including Grand Premium, Super, Gold Leaf or Silver Leaf pitches). During peak times we may restrict bookings to a minimum of 7 nights.

It is only possible to book a Specific Pitch from Saturday to Saturday during peak times.

Extra nights can be added subject to availability and full payment.

 

Your booking confirmation

  1. We will send you a booking confirmation within 24 hours of you making the booking with us to the email address provided when booking. Please advise us of any changes to your email address.

If you do not have an email address, please advise us so we can arrange to send your confirmation by postal letter.

It is your responsibility to let us know if you have not received your booking confirmation.

You will need to check the details on your booking confirmation are correct, and you must notify us immediately of any discrepancies. We cannot accept responsibility for any errors not corrected prior to arrival.

If you have any specific requirements, you must contact us to check that we can comply with them before arrival.

Paying for your holiday

  1. You will be required to pay a deposit, at the time of booking, to secure your holiday booking.
  • Touring and Pods deposit – £38.75 or 10% of the holiday cost, whichever is higher.
  • Holiday homes deposit – £73.75 or 10% of the holiday cost, whichever is higher.
  1. Your remaining balance will be due in full 10 weeks prior to arrival. You will need to call our booking office to make a payment using a credit or debit card or by cheque (see section ‘payments by cheque’). For bookings made online, you can also make payment through the online bookings system. If you booked through and agent, promotion or special offer, please refer to your confirmation for payment due dates and terms as these may be different from our terms.

If you have given us your e-mail address, we will send out a payment reminder e-mail a few days before your payment is due. We do not send reminder letters, but your payment due date is written on your confirmation for your reference. If there are any issues with your holiday payment, please notify us at the earliest opportunity so we can discuss this with you.

  1. If your payment is late, we will notify you of non-payment. Non- payment will attract a non-negotiable late payment charge of £20.00 on all bookings. In the event we do not receive payment and we do not hear from you, we reserve the right to terminate our contract with you and cancel the holiday booking without a refund. All bookings made within 10 weeks of arrival must be paid in full at the time of booking.

Payments by cheque

  1. It is possible to pay for your holiday by cheque provided the cheque is received by us and cleared in advance of your payment due date.

Cheques should be made payable to ‘Hendra Holiday Park’ and your holiday booking reference should be written on the back to identify the booking to which it relates.

If your cheque is returned to us by the bank as ‘unpaid’, we will charge a £10 fee to cover the actual costs incurred by us.

 

VAT

  1. All prices quoted include VAT at rates prevailing at the time and the price of your holiday will remain subject to the rate prevailing at the time of booking.

 

Key deposit

  1. We charge a £50 returnable key deposit on all holiday home bookings.

We charge a £20 returnable key deposit on all pod bookings.

The key deposit is a damage waiver deposit to be retained in the instance of, but not limited to, breakages, shortages, smoking in caravans/pods, damage, lost keys and additional cleaning required and any behaviour detrimental to the enjoyment of other guests and/or staff.

Where we require a higher value returnable deposit, such as for group bookings, we will charge a security deposit in addition to the key deposit and will be treated as an extension to the key deposit terms.

We do not accept cash key deposits on arrival. The key deposit must be paid with your final balance and will be refunded within 10 days of departure by cheque to the lead party name.

The key and security deposits do not represent full liability and we reserve the right to charge for damage or additional cleaning etc.

 

Changing your holiday

  1. If you need to make any changes to your booking, please call us as soon as possible on 01637 875778. Whilst we will do our best to assist, we cannot guarantee that we will be able to meet your requested change.

Changes more than 10 weeks prior to arrival
If we can accommodate your request to alter your booking, we will amend this for you. Please note, there may be a £20.00 amendment fee to cover the administrative costs. Depending on the amendment, the cost of the holiday may increase or decrease; no refunds can be offered where a decrease in price leads to an overpayment. In such circumstances a booking credit will be offered. We will always try to accommodate changes, including date changes, but if this isn’t possible and you don’t keep to your original booking, this will count as a cancellation.

Changes less than 10 weeks prior to arrival

We cannot accept any major changes to bookings within 10 weeks of arrival.

Adding/removing extra’s
Additional extra’s (such as linen, towels, hire items, etc.) can be added, subject to availability, up until 48 hours prior to your arrival date. If you add extra’s within 10 weeks of your start date, these will have to be paid for at the time of booking.

 

Cancelling your holiday

  1. We hope that you won’t need to cancel your stay, but if you do, this needs to be put in writing via email or letter. If you have any questions please call 01637 875778.

Please be aware that if you did not take out our Holiday Cancellation Plan or cover of your own, a cancellation will result in a loss of all monies paid.

In the event that you are disinclined to travel or opt not to attend for all or part of your booking, under circumstances where we are able to comply with our obligations, no right to a refund or credit will apply.

We cannot refund any monies as a result of inclement weather or circumstances out of our control.

 

Leaving early

  1. It is not possible to offer part refunds if you decide to leave early. Once you advise reception that you have vacated your lodge, holiday home or pitch, we reserve the right to re-let the vacated pitch or accommodation.

 

Provisional bookings

  1. It is possible to reserve a holiday for a maximum of 7 days. No payment is required at this stage. After the 7 days has expired the booking will be automatically cancelled without notification and there will be no charge. It is not possible to make a provisional booking within 28 days of arrival. We reserve the right to cancel any provisional bookings at any point and there is no guarantee this will be held for the full 7 days without payment of deposit or balance payment in full, whichever is required at the time of booking. We may not be able to take a provisional booking depending on availability.

 

Who’s coming?

  1. Only the people named on the booking confirmation can use our lodges, holiday homes, pitches and facilities. Please check your booking confirmation as soon as you receive it and please advise us of any changes right away.

Bookings and accommodation are non-transferable; we will not permit access to site for any persons who have obtained a booking that was not purchased directly from ourselves or one of our registered booking agents.

The lead party member is the lead person named on the customer account under which the booking is made and accepts ultimate responsibility for the booking including behaviour of all party members and payments.  Accordingly, the lead party member must be present for the duration of the entire stay unless by prior arrangement with management.

Just let us know the total number of people coming with you (including children and babies) as you must not exceed the capacity of your lodge, holiday home or pitch. We provide details of the maximum capacity on our website (which will be 2 to 8 people maximum depending on the unit type, and 6 persons maximum per pitch). Please contact us if you require any assistance in making your caravan size selection. Please check your confirmation carefully to check you have a caravan suitably sized for your party.

If you do exceed the maximum number of occupants, we will unfortunately have to turn any extra people away at check in. No refunds can be provided if you are unable to use the holiday as booked due to non-compliance with maximum capacity of accommodation booked.

We do not permit any accommodation to be sub-let under any circumstances.

By law we cannot permit guests to work from site. Anyone found to be working from site will be asked to leave immediately without any refunds.

 

Transferring your holiday

If you are prevented from travelling, the lead party member can transfer the holiday to a family member or friend, subject to the following conditions:

  • The original booking was made directly with us and not through an agent/promotion.
  • The request to change the booking has been received in writing by the lead person on the customer account at least 7 days prior to arrival.
  • A £40.00 amendment fee has been paid by the lead person on the customer account prior to the holiday details being changed.
  • The person(s) the holiday is being transferred to satisfies all conditions applicable to the booking. (We only accept families and couples and age restrictions apply for accommodation bookings).
  • All information required from the person the booking is being transferred to is provided as requested. You must have permission from them to share these details with us.
  • The person the booking is being transferred to agrees to all other terms and conditions of the contract between us.
  • You agree that any further correspondence, with regards to the booking (and return of a Key Deposit if applicable), will go to the person you transferred the holiday to.
  • The holiday is being transferred to a family member or friend only and not sold on for the purpose of sub-letting.


    Guests with special needs

  1. If you have special needs or are travelling with someone who does, please call our friendly booking team on 01637 875778. They can give you advice and information about our parks facilities. We also have a Access and Inclusivity Statement that we can email or post to you.

 

Food allergies

  1. If you have a food allergy or a special dietary requirement, please contact one of our restaurant supervisors/managers before placing your order. They will be happy to go through our comprehensive allergen list with you, helping you to make the right decision on what and where to eat during your stay at Hendra.

 

Holidays with a baby

  1. Please note that most of our holiday homes will not be able to fit a travel cot in the master bedroom.

To accommodate for a travel cot, it is possible to fold up one or both beds in a twin bedroom or alternatively use the pull-out conversion bed with a travel cot alongside in the living space.

If you need to hire a high chair or travel cot, please let us know at the time of your booking so we can reserve one for you. Information on hire charges are shown on our website. Please note high chairs and travel cots are subject to availability.

 

Child supervision

  1. We want the whole family to enjoy their holiday so please make sure you know where your children are at all times.

We do not offer childcare services, children remain the responsibility of their parents or guardians whilst at Hendra.

Children must be supervised by parents or guardians during children’s activities and events and when using the facilities.

Unaccompanied children will be refused entry to the Oasis Fun Pool and Henry’s Playloft. They may also be refused entry to other facilities, activities or events at the discretion of staff.

Please aware that the skatepark and play parks are not staffed.

Holidays with pets

  1. We accept well behaved dogs in some of our Mawgan, Whipsiderry, Porthminster and Godrevy caravans. Only certain caravans in these ranges are dog friendly and these are indicated on the park map. Unless a holiday home specifically states it is pet-friendly, pets will not be accepted in the unit. Our bookings team can provide further advice as required.

We also have some touring fields for pets; Pine, Tamarisk, Fairway and Chestnut field. However, subject to requirement, please note, we do reserve the right to allow dogs in any field if circumstances permit. If there is a reason you cannot be located near dogs, please let us know so that we can make a note on your booking to this effect.

Dogs must be pre-booked, and a charge applies (see the current tariff for charges). Please also confirm the breed of dog you would like to bring with you at the time of booking. We will consider all breeds but Hendra reserve the right to refuse certain breeds of dog that it deems inappropriate on a family site. We do not accept: Rottweilers, Dobermans, American Bulldogs, Pit Bull Terriers, English Bull Terriers, American Bullys, Dogue de Bordeaux, Rhodesian Ridgebacks, Akitas (American or Japanese), Dogo Argentino, Preso Canarios, Fila Brasileiros, Japanese Tosas, any Mastiff breed (excluding pugs) or any Wolf Hybrid (with the exception of Huskies).  Please note, cross breeds with any of these breeds in them are also not accepted.

Dogs must be kept on a lead at all times whilst on site. If dogs are not as described at the point of booking, display unsocial behaviour, or cause disruption to other guests we reserve the right to terminate the booking forthwith without compensation.

Please note that you won’t be able to take your pet into our entertainment venues, restaurants or public areas, including the Oasis Fun Pool indoor pool and outdoor pool. However, they are permitted outside the Terrace Restaurant. Dogs are not permitted to stay overnight in vehicles on site of your lodge, holiday home or pitch, and should not be left alone inside any accommodation for prolonged periods of time.

We provide a dog walking area on site which is located adjacent to Laurel and Gannel View (please see park map).

If you arrive with a pet that had not been added to your booking or a dog breed that is not accepted by Hendra or as described at the time of booking, Hendra reserves the right to turn away the booking without any refunds offered.

We accept all guide dogs, and they are permitted in all accommodation types free of charge. They are also allowed in all our facilities. Please note that we cannot guarantee to guests with allergies that a registered guide dog has not been in an accommodation type that is listed as non-pet friendly.

Park behaviour

  1. We would like all our guests to enjoy their holiday with us here at Hendra. We therefore reserve the right to refuse some bookings, if we think a person will compromise the enjoyment of other guests or the wellbeing of staff.

If you are unruly or antisocial whilst staying on the park, you will be required to leave immediately without a refund. This type of behaviour includes, but is not limited to, any discrimination against, or harassment of anyone in relation to their sex, race, colour, religion, religious or philosophical belief, nationality, age, ethnic origin, relationship status, disability, sexual orientation, or gender re-assignment.

The company reserves the right to terminate any booking at any time, without compensation or refund.


No noise policy

  1. Whilst we appreciate everyone is on holiday and we would like you to have the best time here at Hendra, we ask that guests abide by the no noise policy to ensure the peaceful enjoyment of the park by all guests. Therefore, please note we have a zero-tolerance policy after 10pm. Security staff patrol the site after 10pm to ensure the no noise policy is followed. If you are affected by noise during your stay, please call or text security on 07967 852152.


Check in and check out times

  1. Check in is available from 8am to collect your membership and pool passes, you can then use the facilities on site.

If you are camping/touring or in a camping pod, you will gain access to your pitch from 12 noon, subject to availability and prevailing conditions.

Holiday homes are ready from 5pm, unless you have booked a Meadow Lodge, or added early check-in. Early check-in will be at an extra charge and this is subject to availability and payment. Where an early check-in has been paid for and confirmed, we will endeavour to have your accommodation ready at the agreed time, but this may not always be possible. Where we are unable to offer the accommodation at the earlier check-in time, we will offer a refund of the early check in surcharge only.

 

Check-out is 10am on your day of departure, however you are welcome to use the facilities until 2pm. We do not offer any late check-outs and if you fail to vacate you accommodation/pitch in time, a charge will apply.


Late arrivals

  1. If you are going to be late arriving for your holiday home or pitch, please notify us at the earliest opportunity. If you do not contact us, the unit you have booked will only be held until noon the day after the booked arrival date (provided full payment has been received) after which time we may re-let without notice and without a refund.

If you are going to arrive for a holiday home booking after reception has closed, the warden will have your key. You will need to visit reception in the morning to complete the check in procedure.

If you are arriving for a camping/touring booking, due to our noise policy, only arrivals before 9pm will be permitted to pitch up. We reserve the right not to permit pitching up after dark, you will be directed to a car parking area/holding field until reception opens the following day.


Choosing your pitch/holiday home/pod

  1. It is possible to choose a specific pitch or caravan number prior to arrival and subject to availability. We charge a fee to choose a pitch number. Please note, we may restrict specific pitch/caravan availability to Saturday to Saturday bookings only, at certain times of the year. Whilst we will try our best to ensure you are allocated the pitch requested, in some circumstances we may be unable to offer this. In such cases we will offer a refund of the specific pitch charge only.

Please note, pitch preference is also subject to provision of your unit dimensions as the unit must fit safely on the pitch (see ‘unit sizes’ section).

 

With friends

  1. It is possible to add ‘With Friends’ to your booking if you would like to be with friends and family. There is a charge per unit booked to secure this.

If you require two or more pitches together, we strongly recommend this option. Without adding ‘With Friends’ we cannot guarantee that units will be together.

You will all need to book the same type of unit and request the, ‘With Friends’ option when booking. Each party will need to add this to their booking and each party must provide the booking reference number of all parties they would like to be next to, so we can arrange this for you.

Please note we can only accept a maximum of 4 bookings within any particular party. Larger party enquiries may on occasion be accepted, at the discretion on the management. This restriction is to help protect the family environment and the enjoyment of other guests. Consequently, the behaviour of linked, ‘with friends’ bookings must be in keeping with the rest of the site.

Whilst we will try our best to ensure you are allocated the pitch next to each other, in some circumstances we may be unable to offer this. In such cases we will offer a refund of the, ‘with friends’ charge only.


Allocation

  1. Please note that whilst you may have certain requests for accommodation/pitch numbers or area, these are requests only, and not guarantees. We reserve the right to move your reservation to another accommodation/pitch of the same standard. We are unable to guarantee any specific accommodation/pitch numbers or if you booked more than one unit that these will be next to each other; unless you paid a surcharge to guarantee this (see ‘choosing your pitch’ and ‘with friends’ sections above). We reserve the right to amend your reservation into alternative accommodation, sometimes more than one property and to a different standard, should we deem it necessary. We will notify you of any changes and our reasons for this at our earliest convenience.  No compensation will be paid in this instance.


What is included?

  1. All accommodation is booked on a self-catering basis. We do not supply cleaning products, toiletries or condiments. We do provide duvets and pillows in our holiday homes but do not provide towels, duvet covers, sheets or pillowcases.

Our Whipsiderry Platinum, Crantock, Godrevy, Porthminster and Kynance caravans have beds made up but DO NOT include towels.

Our Meadow Lodges DO include towels and beds made up. Towels provided are provided at the start of a holiday and not replaced throughout your stay.

Our Pods do not have beds made up nor do they have bedding or towels provided. Our family and standard pods are equipped with heating, light and electric, but you have to bring your own (air)beds and all other camping equipment you may require. Our Premium pod is equipped with some furniture and crockery, but you do still have to bring your own bedding and towels.

We do not supply any camping equipment.

Bed linen

  1. Bed linen MUST be used in our holiday homes otherwise a £25 cleaning charge will be taken from your key deposit to launder the duvet & pillow protectors. Sets consisting of duvet cover, sheet and pillowcases can be hired if your accommodation does not have linen provided. Towel packs can also be hired at an additional charge.

Wi-Fi

  1. At Hendra we offer free Wi-Fi in the venue/terrace bar and restaurant and Meadow Lodge Holiday accommodations. Wi-Fi can be purchased through a third company for use in other accommodations/pitches around site. Please note that where Wi-Fi is offered, this is provided on an, ‘as is’ and ‘as available’ basis. You will be required agree to terms of use when registering to use a Wi-Fi service and must comply with those terms of use at all times. We cannot make any guarantees on availability, speed and performance of the internet available.

Membership passes

  1. Membership passes are included in all direct bookings. They give you access to facilities on site including The Venue, discounted access to the Oasis Fun Pools and free access to Henry’s Playloft.

You will be asked to present your passes on entry. During busy periods, access to certain facilities may be limited as The Venue, Oasis Fun Pools and the Playloft have a maximum capacity. Membership passes do not guarantee entry. If you have booked via a Sun or Breakfree promotion membership passes are chargeable and will only be issued if paid for.

Entertainment

  1. Whilst our intention is to provide entertainment that matches the programme advertised, there may be times when unforeseen circumstances require changes or alterations. We aim to advise guests as early as we can, but this may not always be possible. We provide the most up to date entertainment programme daily on the entertainment noticeboards located adjacent to the Admin building and outside The Venue.

Discounted pool vouchers

  1. At times it may be possible to pre-book sets of pool vouchers as part of an offer. Any pre-booked vouchers will be added to your bookings page. Pool vouchers are valid for the year purchased ONLY; they are not transferable and are not refundable.

Swimming with a valid membership pass is ordinarily £3.50 per person per session.

 

Oasis Fun Pool Safety information

  1. For safety reasons use of the flumes is restricted to competent swimmers and those over 1 metre in height. Use of the River Rapid Ride is restricted to competent swimmers and those over 1.2 metres in height. Non-swimmers must be accompanied in the water at a ratio of 1 adult swimmer to 2 non-swimmers. All children under 4 must be supervised by a dedicated responsible adult in the water at a ratio of 1 adult to 1 child. All children between 4 – 8 years, regardless of swimming ability, must be supervised by a responsible adult in the water at a ratio of 1 adult to 2 children. We reserve the right to ask children to do a swim test if unaccompanied by an adult and to impose supervising arrangements for any bathers at the Manager’s discretion.

The pools have a capacity limit for the health and safety of pool users and during peak season and busy times we may operate swimming sessions of 1 hour 20 minutes.

Your touring pitch

  1. Due to fire regulations the size of your unit (caravan, motorhome, tent) must be given at the time of booking to ensure the pitch is large enough. If on arrival your unit exceeds the dimensions given at the time of booking, then we reserve the right to relocate you to another pitch. Should there be no availability elsewhere, then we even reserve the right to refuse you a pitch. No refund would be offered.

Gazebos, may not be permitted on the pitch if its size reduces the clear space required by fire regulations. Please check this when booking your pitch. We do not permit washing lines on any pitch.

We do not permit the use of chemical toilet sanitising products containing formaldehyde.

Full pitching up instructions can be found here.

 

Vehicles

  1. If you are bringing a vehicle with you, please advise us when booking your holiday. For touring reservations, we charge per vehicle on site, which includes motorhomes and campervans.

Cars towing a touring caravan are charged as one vehicle.

If you are bringing more than one motorised vehicle (for example if you are bringing your motorhome and a car or are coming in two cars) you have to inform us at the time of booking and additional charges may apply.

For holiday homes we allow a maximum of 2 vehicles per booking, with only one allowed to be parked next to the holiday home if/where parking is available.

If you are bringing any additional motorised vehicles, you have to make us aware if this prior to arrival and there will be an additional charge for this. This includes, but is not limited to, jet skis, speedboats and cars over the amount allowed on the booking.

  1. The maximum speed limit across the site is 5mph for all vehicles and must be always adhered to; all park roads and areas are subject to Road Traffic Law.

No driving is permitted generally around the site between midnight and 7am (unless unavoidable) to ensure minimum noise disturbances to other guests. Please respect the peaceful enjoyment of other guests.

Commercial vehicles

By law we cannot permit guests to work from site. Our license extends to short term holiday accommodation only. Where there is a genuine holiday booking and a guest has no option but to use their own commercial vehicle we can make an exception so long as:

  • The guests do not work from site
  • Are not here for their own business means
  • The commercial vehicle is in a good state of repair and is no larger than a standard panel van (e.g. Transit)
  • Is parked in one of the site car parks rather than on a pitch if requested by Hendra staff.
  • The guest allows us to make the necessary checks to confirm the above e.g. Allow us to confirm the van is clear of tools etc

Hendra reserve the right to refuse entry to any person or vehicle under the managements discretion.

Towing vehicles

  1. There are times when, due to the nature of the grass environment, vehicles may get stuck in the mud. We can assist with the towing of vehicles from pitches during normal office hours. If assistance is required, you will be asked to sign a disclaimer as we are unable to accept responsibility for any damage caused when giving assistance. Charges may apply.

Parking

  1. We do provide parking on site for vehicles.

In most cases one vehicle can be parked next to the holiday home or on your pitch, but there are some areas where this is not possible. If you require adjacent parking, you must tell us in advance of your holiday, so we can ensure your requirements can be met if possible.

If your unit does not have adjacent parking, or for additional cars, there are car parks around the site for you to use. The car parks can be identified on the park map.

 

Deliveries

  1. Any supermarket or shopping delivery drivers must be able to contact the guest directly, as we cannot take in any shopping on a guest’s behalf. For all guest’s privacy, we are unable to direct drivers to a plot/accommodation. We ask all guests to arrange to meet their driver at reception to collect the delivery and recommend providing the supermarket with a contact number. No deliveries should be scheduled before the check-in time to your static caravan/pod or touring pitch, and we will not be able to allow you to check-in early or store items for you prior to your caravan/pod/pitch being available.

Any parcels may be accepted in our administration building however these must be correctly labelled with the guest details and booking numbers. We recommend guests use a click and collect point nearby for deliveries. Hendra will not accept any liability for parcels delivered to us. We reserve the right to decline any deliveries. It is the guest’s responsibility to collect any deliveries and we are not responsible for returning/forwarding mail in case this is forgotten. Parcel will be held for no longer than 7 days after which they will be disposed of.

 

Personal property

  1. Hendra accept no responsibility for personal property left on site. If items are left behind, we can arrange for them to be returned subject to payment of postage costs, which will be confirmed before the item is posted. We can retain the cost from the returnable key deposit (see ‘key deposit’ section) on your instructions or we can take a card payment over the phone.

Any property left behind will be kept for no more than 7 days after departure. Please note, items in (bin)bags or any items that may be conceived as left on purpose to be disposed off may be thrown away and Hendra accepts no responsibility for property left on site.

 

Alcohol/drugs

  1. We only sell alcohol to persons 18 years or over. Membership passes do not qualify as proof of age; we reserve the right to request to see an approved form of identification – passport, photo driving license or valid identification card when purchasing alcohol on site. We reserve the right to refuse to serve alcohol to anyone, regardless of age, at the management’s discretion.
  2. We also reserve the right to refuse entry into any facility, or the provision of any service or accommodation to any person if they appear to be physically or mentally impaired by the consumption of alcohol or use of recreational drugs, (including appearing hung-over or smelling of drugs or alcohol), and are considered a risk to, or have a potential detrimental impact on, themselves, visitors, guests, staff, or property.

Smoking

  1. All our facilities and accommodation are strictly non-smoking. A smoking area is provided opposite the main arcade. E-cigarettes are also not permitted in any of our facilities.

Electricity supply

  1. The electricity supply to our electric pitches, Grand Premium pitches, Super pitches, Silver Leaf and Gold leaf pitches is nominally 16 amps / 240 v, however we reserve the right to reduce this capacity without warning and cannot guarantee a full supply during periods of high demand or under conditions out of our control.

Feeling unwell

  1. If you are ever feeling unwell whilst holidaying with us then please let us know. We want to protect our staff and guests, so if we become aware or have reason to believe that you may be unwell with a contagious disease or illness, then yourself and your party may be asked to go home. If it is not possible for you to go home, then you and your party may be required to isolate to prevent the disease or illness being transmitted to any guests or staff. This may incur additional charges if your stay has to be extended.

Special offers/discounts

  1. Only one discount or special offer can be applied per booking. Once booked, any offers that may become available subsequently, such as last-minute offers, cannot be applied to an existing booking unless this was part of the booking terms of a special offer, in which instances the terms of the offer apply to the booking. Once payment in full has been received, no refunds can be made for changes in price.

Loyalty Card membership levels

  1. We offer a tiered level loyalty card system to guests who book directly with Hendra* which entitles the account holder to different loyalty offers depending on the type of loyalty card level they hold.
  • BLUE – Stayed at Hendra for consecutive years for the last 3+ years.
  • GREEN – Stayed at Hendra for consecutive years for the last 5+ years.
  • GOLD – Stayed at Hendra for consecutive years for the last 10+ years.

Loyalty levels are automatically applied to guests who book directly with Hendra*, and entitles the account holder to different loyalty offers depending on the type of loyalty card level that they hold. The loyalty card entitles you to offers on advance holiday bookings in the future, and comes pre-loaded with cash that can be spent in our on-site venues. The offers that you receive will depend on your loyalty level.

Please note, these loyalty cards apply solely to the booking account holder (lead party member) according to our booking system records.  Multiple bookings under one account do not entitle other party members to a loyalty card.  Each qualifying stay must have been a minimum of a paid for short break (3nights), booked and paid for by named booking account holder and made directly with Hendra.  A valid membership card must be shown in conjunction with a matching and valid loyalty card to redeem offers.

Any credit given on a card is valid only for the cards issuing year and can only be spent in the following onsite facilities: The Oasis Pool, Terrace Bar & Restaurant, Marios Pizzaria, Fish & Chip Shop, Henry’s Playloft and The Venue.

We reserve the right to vary or retract any and all loyalty based offers at any time and without notice.

*Any holidays booked with third-party companies such as Hoseasons, the Sun or Camping Direct are excluded from the loyalty scheme.

Our legal responsibilities

  1. Whilst we want all guests using Hendra to have great holiday we would like to remind you using our amenities and facilities is at your own risk. Hendra will not accept liability for the loss or damage to persons and /or property, or accommodation, or for any amenities becoming unavailable due to circumstances beyond our control.

 

Health and Safety

  1. Our rules are designed to keep you safe and we require all guests to observe these rules and all safety signage and directions. If you need to see our Health & Safety Policy Statement, it is available for inspection by request in the Administration office or by contacting healthandsafety@hendra-holidays.com.
  2. In accordance with health and safety advice and for the safety of all persons on the park we do not permit guests to fly drones and we only permit the use of Segways if they are part of an organised on-park activity.

Motorised scooters and hoverboards are permitted in certain areas of the park when supervised by a responsible adult and do not cause a hazard or nuisance to other guests or staff. Hendra reserves the right to withdraw this permission at Management’s discretion.

What we do with your information

  1. Please see our Privacy Policy.

 

Other things we would like you to know…

  1. The company reserves the right to enter caravans and pods under special circumstances or emergencies, at any time.
  2. We do not permit gazebos, tents, washing lines or similar items on the grass area by your holiday home.
  3. Please ensure BBQ’s are positioned so they do not burn the grass or become a fire hazard; they should be kept off the ground and in a well-ventilated area. BBQs should not be used or stored within any type of accommodation as this can cause deadly carbon monoxide poisoning. Disposable BBQs should be disposed of only when completely cold.
  4. We do not knowingly allow anyone to stay who has a record of any order indicating antisocial behaviour, violence, abuse, public disorder, or criminal damage or any other form of antisocial behaviour; or is a convicted sex offender, subject to the notification requirements of the Sexual Offences Act 2003; or subject to a Risk of Sexual Harm Order or Child Abduction Notice. By making a booking, you are confirming that the above does not apply to anyone in your party. If it later becomes known to us that this is not the case, we reserve the right to cancel your booking and require you, and all members of your party, to leave the park, without refund.
  5. We reserve the right to refuse entry to the park where we believe one or more persons within the booking party may compromise the health, wellbeing or hygiene of our site, guests or staff, or where site hygiene and social distancing rules are not adhered to. In such circumstances, we reserve the right to request written medical evidence or apply our own test criteria, including but not limited to temperature checks. In all cases the Park Manager’s decision is final and there will be no right to a refund where no entry to, or eviction from the site results.
  6. We are not responsible nor issue refunds for events beyond our control including but not restricted to extreme events such as war and acts of terrorism (and threat of these), civil war, significant risks to human health such as the outbreak of serious disease or natural disasters such as floods, earthquakes or extreme weather conditions, the act of any government or other national or local authority and all similar events outside our or our supplier’s control.

Making a complaint

All the team here hope that you have a wonderful holiday, but should you have cause to complain then here is what you will need to do.

  • Pop in to see the Reception team at the park so we can try to put things right, or you can call our Customer Service Hotline on 07967 852152. Please inform us of any problems during your stay so that we can log your complaint, as we cannot rectify or compensate complaints once you have left the park.
  • If your holiday is over and you’re still unhappy, please email your complaint to bookings@hendra-holidays.com , or write to us, Hendra Holiday Park, Lane, Newquay, Cornwall TR8 4NY within seven days of the end of your holiday.
  • The letter or email must be from you (the lead booker) as you’re the person we made this agreement with. Please include a contact number so that we can contact you if further information is required. We aim to answer all emails and letters within 14 days of receipt.

Cashless

68.  We no longer accept cash payments at our Oasis Fun Pools or Bar & Food outlets. On site cash cards can be purchased from Reception for use in any of these outlets. Any monies not spent on these cards can be refunded by bank transfer within 5 business days of departure. Cash is accepted at our amusements and Marketplace, along with some on site concessions.